IT System Analyst

Job Description

Key Responsibilities

• To ensure that Global File Sharing services are delivered in accordance with agreed standards and quality as defined within Service Level Agreements (SLA) and Operational Level Agreements (OLA).

• Engage and consult with customers on migration and standardization strategies for content in existing file shares

• Align Client business needs with Global File Sharing services.

• Formulate, agree and maintain service level management processes for internal or externally delivered services.

• Analyze and review actual service performance and achievement to the service owner and governance boards.

• Enable and champions an IT service culture

• Develop and maintain management processes and controls to ensure quality is maintained to meet business objectives

• Champion and promote service improvements to continually improve quality and customer satisfaction.

• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of significant service issues.

• Create, maintain and communicate Global File Sharing Service descriptions.

• Ensure appropriate OLA/SLA measures are in place to support any new services.

Minimum Level of Job-Related Experience required

• Strong experience in File Share management, Windows Server Management, Storage Technologies (especially NetAPP NAS appliances), and both CIFS share and NTFS Folder permissions management

• Exposure to NETIQ DRA advantageous

• Exposure to Varonis Datadvantage advantageous

• Background in both projects and service management

• Experience of operating in either an above country, or a global service environment.

• Experience of service delivery and support organization management, including the development of support processes & procedures.

• Broad knowledge of the IT quality standards, support and infrastructure environment and of business processes and information technology solutions.

• Previous experience of managing IT services

• Pharmaceutical industry experience preferred

• ITIL and Six/Lean Sigma certification desired

Other Job-Related Skills/Background

• Ability to challenge the status quo and manage change across a wide range of senior stakeholders

• Understanding of Global File Sharing technologies and how they can be fully leveraged by end users to improve productivity.

• Strong negotiation and influencing skills. Ability to build relationship quickly and engage stakeholders to ensure buy-in.

• Proactive problem resolution skills; able to identify issues before they become significant problems and propose solutions.

• Able to develop and maintain documentation, including service models, support procedures and transition plans disciplined and logical work style.

• Good written and verbal communication skills.

• Able to deliver objectives on time and within budget, supporting other members of the team, reporting progress to the Service Owner.

Qualifications

Additional Information

If you are interested, please contact:

Shobha Mishra

973.967.3440

shobha.mishraATartechinfo.com